About the Role
We are seeking a highly experienced CCaaS Architect with deep expertise in Genesys Cloud CX to design and implement next-generation contact center solutions. You will architect omnichannel experiences, drive migration from legacy platforms, and ensure secure, scalable, and compliant customer engagement systems for enterprise clients.
Location: Remote – India
Type: Contract
Experience: 10+ years in Contact Center Technology (minimum 5+ years in CCaaS/Omnichannel)
Notice Period: Immediate Joiners Preferred
Key Responsibilities
- Lead the architecture and deployment of Genesys Cloud CX solutions for voice, chat, messaging, email, and social channels.
- Design and integrate IVA/Conversational AI, Agent Assist/GenAI, and advanced CRM/ITSM integrations (Salesforce, Dynamics, ServiceNow).
- Oversee migrations from Avaya or other legacy systems to CCaaS platforms.
- Implement Workforce Engagement/Optimization/Management solutions (NICE, Verint).
- Ensure adherence to security and compliance standards such as PII, PCI, and SOC2.
- Serve as the client-facing technical leader, providing strategic guidance and solution leadership.
Requirements
- 10+ years of experience in contact center technologies, with at least 5+ years in CCaaS/Omnichannel solutions.
- Proven expertise in Genesys Cloud CX architecture and deployment.
- Strong knowledge of integrations with CRM/ITSM platforms and omnichannel routing.
- Experience with IVA, conversational AI, and GenAI-based solutions.
- Solid understanding of WEM, WFO, and WFM tools.
- Excellent client engagement, communication, and solution leadership skills.
Nice to Have
- Certifications such as Genesys Cloud Professional, AWS/Azure, TOGAF, or ITIL.
- Experience with Microsoft Copilot Studio or conversational AI orchestration.
- This role offers an opportunity to shape innovative cloud contact center solutions and work with global enterprise clients in a dynamic, fully remote environment.